Actionable Feedback Policy

At Dubaicitysightseeing.com, your feedback is what drives us to plan better tours, deliver stronger service, and make every Dubai experience more memorable. This policy explains how we collect, review, and act on the input we receive from our guests and partners.

Purpose

This policy creates a clear and transparent system for handling feedback from our guests and partners. It aims to:

Provide accessible channels for all guests and partners to share their thoughts at any time.
Define how we review, prioritise, and respond to the feedback we receive.
Ensure that genuine suggestions and concerns lead to real improvements in our tours, services, and customer care.
Maintain accountability – letting you know when your feedback has made a difference.

How to Submit Feedback

We accept feedback through the following channels:

Email: [email protected]
Phone / WhatsApp: +971 4 268 4645 | +971 50 3399740
In-Person: At our office or through any of our hotel travel desk representatives
Social Media: Tag us or DM us on our social media channels

For the most helpful feedback, please include your booking reference number, the date of your tour, and a clear description of your experience or suggestion. Anonymous submissions are accepted. However, without sufficient booking or contact information, we may be unable to verify the circumstances, investigate an individual case, provide a personalised response, or process a refund or other remedy.

What We Welcome

We actively seek all forms of constructive input, including:

Tour quality and experience feedback – city tours, hop-on hop-off experiences, private tours, helicopter rides, desert safaris, dhow cruises, and any other experience booked through us.
Guide and driver conduct – professionalism, punctuality, language ability, and knowledge.
Service quality feedback – responsiveness of our 24/7 customer support team, booking process, and communication before and after your tour.
Pricing and transparency concerns – any instance where the price or inclusions did not match what was communicated at the time of booking.
Booking and website issues – difficulties with online booking, payment, confirmation, or information accuracy on our Dubaicitysightseeing.com website.
Suggestions for new tours or experiences – we are always looking to expand our offerings based on what our guests want to see and do in Dubai.
Compliments – knowing what we do well helps us protect the experiences our guests love most.
Tour and experience feedback – city tours, private tours, desert safaris, dhow cruises, yacht experiences, water sports, theme parks, water parks, attractions, adventure activities, helicopter rides, and other experiences booked through us.
Holiday packages and visa services – feedback concerning booking assistance, communication, documentation, processing, inclusions and service quality.

How We Process Feedback

Every piece of feedback goes through the following process:

Acknowledgement – We aim to acknowledge receipt of feedback within 48 hours via your preferred contact channel. This acknowledgement confirms receipt and does not necessarily mean that the matter will be resolved within 48 hours.
Categorisation and Routing – Feedback is classified by type and directed to the relevant team: operations, customer care, or management.
Review and Action – The responsible team investigates and decides on the appropriate course of action.
Closing the Loop – Where appropriate, we may provide an update on the outcome of your feedback or any action taken. We may not be able to disclose confidential internal information or information relating to other customers, employees or suppliers.

Third-Party Services

Some tours, attractions, cruises, yacht experiences, activities, transportation services and other products available through Dubaicitysightseeing.com may be provided or operated by independent third-party suppliers. Where feedback or complaints concern a third-party service, we may contact the relevant supplier or operator as part of our investigation. We will provide updates where appropriate.

Feedback, Cancellations and Refunds

Submitting feedback or a complaint does not automatically constitute a cancellation or refund request. Cancellation, refund, rescheduling and no-show requests are handled according to the applicable Booking Policy and the specific terms stated on the relevant product page. Where a third-party supplier’s terms apply, those terms may also be considered when determining the available resolution.

Privacy and Confidentiality

Your personal information, including your name, contact details and booking information, is used to review and respond to your feedback, investigate relevant issues, improve our services, and meet applicable legal or contractual obligations. Where necessary to investigate a complaint relating to a third-party service or operator, relevant information may be shared with that provider. You may request deletion of your data at any time by contacting [email protected]. Full details are available in our Privacy Policy.

Complaints and Escalation

If your concern has not been resolved to your satisfaction:

Reply to your original case email with your booking reference. Your case will be escalated to a senior team member.
Write to [email protected] with the subject line “Formal Complaint.” Formal complaints are normally acknowledged within 48 hours and reviewed by a senior team member. We aim to provide a substantive response within 7 business days. Where additional investigation or information from a third-party supplier is required, we will explain the reason for any delay and provide an updated timeframe

We are committed to resolving every legitimate complaint fairly, transparently, and without unnecessary delay.

Unreasonable or Abusive Submissions

We welcome genuine criticism and complaints and will consider them fairly. We may limit or decline to respond to submissions containing threats, harassment, discriminatory abuse, spam, fraudulent information, or repeated submissions that do not contain new information.

Policy Updates

This policy is reviewed annually or when significant changes to our operations require it. When updates are made, the Last Updated date on this page is revised and customers who have opted into communications will be notified. We also welcome feedback on this policy itself – if anything is unclear, please let us know at [email protected]